Summary
Overview
Work History
Education
Skills
Certification
Websites
Languages
Accomplishments
Timeline
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Awais Mohammed

Awais Mohammed

Hyderabad

Summary

Amazon Operations Manager with proven track record in scaling programs and leading high-performing teams. Achievements include significant cost reductions, defect minimization, and enhanced SLA adherence, recognized through multiple performance awards. Expertise in strategic thinking and operational ownership aligns with business objectives.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Support Operations Manager I

Amazon
Hyderabad
01.2021 - 08.2025
  • Directed teams ranging from 25 to 125 associates, ensuring consistency in high-quality performance and being recognized as Manager of the Quarter for three consecutive terms.
  • Initiated and operationalized a major CTI program with 125 staff, managing over 300,000 cases under a strict 24-hour SLA while achieving zero escalations and overseeing comprehensive onboarding, training, and frontline quality.
  • Implemented over 30 process improvements and led 12 automation-focused projects, collectively saving more than 50,000 labor hours annually and simplifying complex operational tasks.
  • Oversaw large-scale queue sweep initiatives, producing a 61% drop in unassigned cases and contributing to a 77% TP90 improvement by refining workforce deployment and process design.
  • Advanced operational automation by rolling out solutions such as 5.8 Similar ASIN Deep Dive Automation, GAP Tool deprecation (saving over 10,800 hours/year), and universal scripting for workflow efficiency.
  • Enhanced talent development by conducting 300+ interviews and facilitating upward movement and skill acquisition for associates, reflected in flawless onboarding certification rates.

ECR Manager - I

Amazon
Hyderabad
09.2018 - 01.2021
  • Developed and supported a team of 15–18 L3/L4 specialists, routinely ranking among the department's most effective managers.
  • Earned Amazon’s Diamond Award for Employee of the Year in 2019, acknowledging exceptional performance among top talent.
  • Conceived and launched four major strategic programs including legal and grievance frameworks, directly impacting compliance and customer trust.
  • Achieved a record-setting 99.6% resolution rate for National Consumer Helpline cases, setting a new standard within the business.
  • Worked cross-functionally with Legal and Payments program leaders to solve complex RBI escalations and critical consumer issues, ensuring regulatory adherence.
  • Organized over 50 company-wide engagement events, fostering culture, morale, and collaboration among more than 4,000 employees.

Executive Customer Relations Specialist

Amazon
Hyderabad
09.2017 - 09.2018
  • Resolved highly sensitive executive escalations, including correspondence to Jeff Bezos and senior regional leaders, maintaining organizational reputation and customer satisfaction.
  • Consistently delivered top-tier resolution rates and contributed to establishing ECR operations in Australia and Singapore for pilot launches.
  • Collaborated closely with cross-departmental teams such as TRMS, Payments, Category, and Fulfillment to drive holistic resolution and operational enhancements.
  • Developed and implemented customer delight strategies that achieved measurable positive brand visibility on public platforms.

Customer Service Specialist

Amazon
Hyderabad
08.2015 - 09.2017
  • Offered permanent employment after only three months due to consistent outperformance and recognized initiative.
  • Received multiple accolades for superior productivity and customer resolution volumes during peak seasons, including Peak Superstar and other internal awards.
  • Held responsibilities as escalation point-of-contact for team-level issues and as SME, providing onboarding and context-sensitive training for new interns.
  • Retained high performance ratings across multiple cycles, regularly meeting or exceeding business benchmarks for service excellence.

Education

Postgraduate Degree - Business, Management, Marketing, and Related Support Services

Osmania University
Hyderabad
10.2021

Bachelor of Engineering - Mechanical Engineering

Muffakham Jah College of Engineering & Technology

Skills

  • Operations Management
  • Process Optimization
  • Lean Six Sigma
  • Generative AI in Business Operations
  • Automation Implementation
  • Performance Analytics
  • Change Management
  • Stakeholder Engagement
  • Team Development and Mentoring
  • Root Cause Analysis
  • Workforce Planning
  • Cross-Functional Collaboration
  • Program Launch & Governance
  • Customer Escalation Resolution

Certification

  • Gen AI, 2025-07-10
  • Manager Great Decisions Certified, 2021
  • Manager Learning Hub – Experienced, 2020
  • Lean Six Sigma, 2023
  • ACES Certification (Beginner, Gemba, Quick Tools, 6-Step Kaizen), 2020
  • Microsoft Excel Advanced Level
  • Canva Advanced Level
  • Wiki Editing Pro

Languages

Hindi
First Language
English
Proficient (C2)
C2
Telugu
Upper Intermediate (B2)
B2
Urdu
Advanced (C1)
C1

Accomplishments

  • Employee of the Year Award - 2019
  • Outstanding Leader Award X 2 - 2020
  • Manager of the Quarter X 3 - 2024

Timeline

Support Operations Manager I

Amazon
01.2021 - 08.2025

ECR Manager - I

Amazon
09.2018 - 01.2021

Executive Customer Relations Specialist

Amazon
09.2017 - 09.2018

Customer Service Specialist

Amazon
08.2015 - 09.2017

Postgraduate Degree - Business, Management, Marketing, and Related Support Services

Osmania University

Bachelor of Engineering - Mechanical Engineering

Muffakham Jah College of Engineering & Technology

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Awais Mohammed